contact center analyst

Tata Consultancy Services (TCS)

<div></div><div><div><div><div><div><b>Must Have Technical/Functional Skills</b></div><br>
<div><br>
</div><div>Senior Business Analyst with a senior level of knowledge of Amazon Connect and preferably previous experience with telecom infrastructure</div><br>
<div><br>
</div><div><b>Roles &amp; Responsibilities</b></div><br>
<div><br>
</div><ul><li>Lead requirements gathering, process analysis, and documentation for contact center and telephony projects, with a focus on Amazon Connect.
</li></ul><ul><li>Translate business needs into actionable technical requirements and user stories for development teams.
</li></ul><ul><li>Collaborate with stakeholders to identify opportunities for workflow automation and improved customer engagement.
</li></ul><ul><li>Evaluate and recommend enhancements to telephony infrastructure, ensuring scalability, reliability, and security.
</li></ul><ul><li>Serve as a subject matter expert on Amazon Connect, including IVR, routing, reporting, and integration with CRM systems.
</li></ul><ul><li>Work closely with vendors and third-party partners to ensure robust and compliant telephony solutions.
</li></ul><ul><li>Develop and maintain process maps, business cases, and project documentation.
</li></ul><div>&middot; Support user acceptance testing (UAT), training, and change management efforts. &middot; Monitor performance metrics and analyze data to inform continuous improvement initiatives.</div><br>
<div><br>
</div><div><b>TCS Employee Benefits Summary:</b>
</div><div>Discretionary Annual Incentive.
</div><div>Comprehensive Medical Coverage: Medical &amp; Health, Dental &amp; Vision, Disability Planning &amp; Insurance, Pet Insurance Plans.
</div><div>Family Support: Maternal &amp; Parental Leaves.
</div><div>Insurance Options: Auto &amp; Home Insurance, Identity Theft Protection.
</div><div>Convenience &amp; Professional Growth: Commuter Benefits &amp; Certification &amp; Training Reimbursement.
</div><div>Time Off: Vacation, Time Off, Sick Leave &amp; Holidays.
</div><div>Legal &amp; Financial Assistance: Legal Assistance, 401K Plan, Performance Bonus, College Fund, Student Loan Refinancing.</div><br>
<div><br>
</div><div>Salary Range: $120,000 - $130,000 a year
</div></div></div></div><div><div><div><b>Location</b></div>
<div>Owings Mills, MD</div>
</div><div><div><b>Job Function</b></div>
<div>TECHNOLOGY</div>
</div><div><div><b>Role</b></div>
<div>Business Analyst</div>
</div><div><div><b>Job Id</b></div>
<div>399170</div>
</div><div><div><b>Desired Skills</b></div>
<div>Business analyst</div>
</div><div><div><b>Salary Range</b></div>
<div>$120,000-$130,000 a year</div>
</div></div><p>Desired Candidate Profile
</p><div><div><b>Qualifications</b> : BACHELOR OF COMPUTER SCIENCE</div></div></div><div></div>

Sr Business Analyst _ Amazon Connect

Accenture

<div><p>Job Title - GN - SONG - Service &ndash; Nice CXone- Analyst</p><p>
Management Level: 11/Analyst</p><p>
Location: Gurugram, Mumbai, Pune, Bengaluru, Hyderabad, Chennai</p><p>
Must have skills: Customer Experience Management</p><p>
Good to have skills: CCaaS, Nice CXone</p><p>
Experience: Minimum 2+ year(s) of experience is required</p><p>
Educational Qualification: B-Tech/BE/MCA/MBA/PGDM from a tier 1 or 2 is preferred</p><p>
Job Summary:</p><p>
You will collaborate closely with our clients as a consulting professional, helping to design, build, and implement strategic initiatives that enhance customer service operations and elevate the overall customer experience. Leveraging industry expertise and cutting-edge technologies, you will play a key role in transforming customer engagement strategies to drive measurable improvements in both business performance and customer satisfaction. In this role, you will be responsible for leading the following key areas</p><ul><li>Use cross domain functional exposure: Experience in contact center and overall customer Experience area, working in high-paced and complex projects and understanding industry specific Customer Experience processes, operations and functional needs.</li><li>Incorporate Generative AI to transform customer experience: Bring forward-thinking innovation by integrating Generative AI capabilities into contact center and self-service solutions. Apply GenAI to drive intelligent automation, enhance agent-assist tools, personalize customer interactions, and unlock new levels of operational agility and efficiency.</li><li>Deploy thorough skills to manage stakeholder expectations: Engage in resolving issues, risks for the success of the project, possess a strong and well-established record of accomplishment in designing and delivering customer interaction solutions across various interaction channels (IVR, web, email, chat, SMS, Social Media etc...)</li><li>Apply application design and development experience: Knowledge of implementing the orchestration platform of Contact Center Solution preferably in Fortune 500 companies with sophisticated customer interaction operations, leading Self-Service vendor organizations, or leading consulting firms.</li><li>Maximize thorough understanding of Contact Center Solution Framework: Integration with internal and external components, API integrations, understanding of Java, WebServices, Containerization (Kubernetes), deep knowledge of multiple contact center and speech recognition vendor platforms including hands-on experience with products.</li><li>Demonstrate a strong curiosity and willingness to learn new technologies: Stay ahead of the curve by proactively exploring emerging technologies, tools, and trends in the</li></ul><p>
Customer Experience management and AI landscape, with a growth mindset and a passion for innovation.</p></div>
<br>
<div><p>Professional &amp; Technical Skills:</p><ul><li>Experience across functional and technical Voice and Non-Voice solutions: Conversational AI, NLU, NLP, SMS, Email, Chat, web etc. applications solutions using application development tools.</li><li>Experience and knowledge of Contact Center Solution Infrastructure Components: Those around routing, reporting, recording, multi-media (SMS, email, chat) WhatsApp, outbound, callback &amp; inbound IVR solutions, chatbot, voice Bot</li><li>Knowledge of Web Integration with Orchestration applications: Use AI and Natural Language processing (NLU Engines), knowledge of cutting-edge technologies including chat and voice Bot, AI, RPA</li><li>Experience in auxiliary systems: Including WFM, Recording, Virtual Hold, Quality Management will be a plus.</li></ul><p></p><p>
Additional Information:</p><ul><li>1-4 years of experience across in depth functional and technical areas on delivering Voice and Non-Voice solutions e.g. (SMS, Email, Chat, web etc.) applications solutions using application development tools.</li><li>Experience in implementing a customer experience management tool such a Cloud contact Center/Conversational AI(Voicebot/chatbot which involves integration with CRM as well as Agent screen pop, design and application experience on implementing multichannel self-service/IVR and DFO solution.</li><li>Experience in automating, designing and implementing key business processes in the domain of Customer Services, Contact Center Solution Cloud administration &amp; application development using Contact Center Solution Interaction Designer</li></ul><p></p><p>
About Accenture:</p><p>
Accenture is a leading global professional services company, providing a broad range of services and solutions in strategy, consulting, digital, technology and operations. Combining unmatched experience and specialized skills across more than 40 industries and all business functions &mdash; underpinned by the world&rsquo;s largest delivery network &mdash; Accenture works at the intersection of business and technology to help clients improve their performance and create sustainable value for their stakeholders. With 624,000 people serving clients in more than 120 countries, Accenture drives innovation to improve the way the world works and lives. Visit us at About Our Company | Accenture</p><p>
About Accenture Strategy &amp; Consulting:</p><p>
Accenture Strategy shapes our clients&rsquo; future, combining deep business insight with the understanding of how technology will impact industry and business models. Our focus on issues</p><p>
such as digital disruption, redefining competitiveness, operating and business models as well as the workforce of the future helps our clients find future value and growth in a digital world. Today, digital is changing the way organizations engage with their employees, business partners, customers, and communities. This is our unique differentiator. To bring this global perspective to our clients, Accenture Strategy's services include those provided by our Global Network &ndash; a distributed management consulting organization that provides management consulting and strategy expertise across the client lifecycle. Our Global Network teams complement our in-country teams to deliver cutting-edge expertise and measurable value to clients all around the world. For more information visit https://www.accenture.com/us-en/Careers/capability-network</p><p>
Accenture Global Network | Accenture in One Word</p><p></p><p>
At the heart of every great change is a great human. If you have ideas, ingenuity and a passion for making a difference, come and be a part of our team.</p><p></p><p>
About Nice CXone</p><p>
NICE CXone is a leading cloud-native customer experience platform that empowers organizations to deliver seamless, personalized, and AI-driven interactions across every channel. Trusted by global enterprises, CXone combines advanced analytics, automation, and omnichannel capabilities to transform contact centers into intelligent experience hubs. By joining the CXone journey, you'll be at the forefront of innovation&mdash;working with cutting-edge technologies like Generative AI, real-time agent assist, and predictive engagement&mdash;to shape the future of Customer Experience</p></div>

GN - SONG - Service - Nice CX One-Analyst

Alignment Healthcare

<div><p>Alignment Health is breaking the mold in conventional health care, committed to serving seniors and those who need it most: the chronically ill and frail. It takes an entire team of passionate and caring people, united in our mission to put the senior first. We have built a team of talented and experienced people who are passionate about transforming the lives of the seniors we serve. In this fast-growing company, you will find ample room for growth and innovation alongside the Alignment Health community. Working at Alignment Health provides an opportunity to do work that really matters, not only changing lives but saving them. Together.
</p><p></p>The Real-Time Analyst (RTA) is responsible for intraday workforce management to ensure optimal alignment between staffing and contact center demand across the Customer Experience workgroup. This role monitors real-time performance against forecast and staffing plans, identifies variances, and executes immediate corrective actions to achieve service level, ASA, occupancy, and efficiency targets. The RTA serves as the operational bridge between Workforce Management and Operations to proactively manage risk, maintain schedule adherence, and protect the customer experience.
<p></p><p>ob Duties/Responsibilities:
</p><p><b>Intraday Performance Management
</b></p><ul><li>Monitor real-time performance against key metrics including Service Level, ASA, Abandon Rate, AHT, Occupancy, and Schedule Adherence
</li><li>Compare actual workload and staffing to forecast and capacity plans; identify intraday variances and implement corrective actions
</li><li>Manage real-time queue, skill, and routing adjustments (ring groups) to balance workload and optimize resource utilization
</li><li>Coordinate with Operations to execute intraday actions such as overtime, VTO, off-phone adjustments, meetings, training, or break/lunch changes
</li><li>Flexibility to work shift based on operational need
</li></ul><p><b>Adherence &amp; Capacity Control
</b></p><ul><li>Monitor and drive real-time adherence (RTA) to minimize unplanned shrinkage and ensure delivery of planned capacity
</li><li>Identify and communicate adherence risks or behavioral trends impacting service performance
</li><li>Partner with Operations leadership to improve adherence, occupancy balance, and schedule efficiency
</li></ul><p><b>Intraday Analysis &amp; Communication
</b></p><ul><li>Perform intraday trend analysis of volume, handle time, and volume drivers
</li><li>Identify emerging risks related to contact spikes, AHT changes, absenteeism, system issues, or external drivers
</li><li>Provide timely and concise communication and actionable recommendations to Operations and the broader WFM team
</li><li>Maintain intraday reporting and status updates on performance, risks, and mitigation actions
</li></ul><p><b>Forecast vs. Actual Management
</b></p><ul><li>Track forecast accuracy at the interval level and document key drivers of variance
</li><li>Monitor external or business events that may impact contact demand
</li><li>Provide intraday insights to support short-term forecasting adjustments and continuous improvement
</li></ul><p><b>WFM Systems &amp; Scheduling
</b></p><ul><li>Create, maintain, and publish workforce schedules within WFM and ACD telephony platforms
</li><li>Validate schedule integrity, staffing levels, and ring/skill group assignments
</li><li>Monitor real-time system performance and escalate telephony, routing, or application issues impacting service delivery
</li><li>Ensure data accuracy across WFM and telephony platforms
</li></ul><p>Supervisory Responsibilities:
</p><ul><li>None
</li></ul><p>Job Requirements:
</p><p>Experience:
</p><ul><li>Required:
</li></ul><ul><li>Minimum 5 years in a contact center environment
</li><li>Minimum 3 years in Workforce Management, Real-Time
</li></ul><ul><li>Preferred: None
</li></ul><p></p><p>Education:
</p><ul><li>Required: High School Diploma or GED.
</li></ul><ul><li>Preferred: Bachelor&rsquo;s degree or equivalent experience
</li></ul><p></p><p>Training:
</p><ul><li>Required: None
</li></ul><ul><li>Preferred: WFM or Contact Center related certification
</li></ul><p></p><p>Specialized Skills:
</p><ul><li>Required:
</li></ul><ul><li>Intraday management and service recovery strategies
</li><li>Understanding of Erlang-based staffing principles and interval planning
</li><li>Knowledge of key WFM drivers: shrinkage, occupancy, service level, ASA, AHT, forecast accuracy
</li><li>Advanced Excel skills (data analysis, pivot tables, trend analysis)
</li><li>Ability to interpret interval-level performance data and translate insights into operational actions
</li><li>Strong problem-solving and decision-making in a high-volume, real-time environment
</li><li>Effective communication and collaboration with Operations and WFM partners
</li><li>Experience with WFM and telephony platforms (Talkdesk or equivalent)
</li></ul><p>Licensure:
</p><ul><li>Required: None
</li></ul><ul><li>Preferred:
</li></ul><p>Other:
</p><ul><li>Required: None
</li></ul><p></p><p>Essential Physical Functions:
</p><p>The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
</p><p></p><p>1. While performing the duties of this job, the employee is regularly required to talk or hear. The employee regularly is required to stand, walk, sit, use hand to finger, handle or feel objects, tools, or controls; and reach with hands and arms.
</p><p>2. The employee frequently lifts and/or moves up to 10 pounds. Specific vision abilities required by this job include close vision and the ability to adjust focus.
</p><p></p>Pay Range:
<p>Pay range may be based on a number of factors including market location, education, responsibilities, experience, etc.
</p><p></p><p>Alignment Health is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, age, protected veteran status, gender identity, or sexual orientation.
</p><p></p><p><i>*DISCLAIMER: Please </i><i>beware of recruitment phishing scams affecting Alignment Health and other employers where individuals receive fraudulent employment-related offers in exchange for money or other sensitive personal </i><i>information. Please </i><i>be advised that Alignment Health and its subsidiaries will never ask you for a credit card, send you a check, or ask you for any type of payment as part of consideration for employment with our company. If you feel that you have been the victim of a scam such as this, please report the incident to the Federal Trade Commission at </i><i>https://reportfraud.ftc.gov/#/ </i><i>. If you would like to verify the legitimacy of an email sent by or on behalf of Alignment Health&rsquo;s talent acquisition team, please email </i><i>careers@ahcusa.com </i><i>.</i></p></div>

Analyst, WFM Real Time

Huntington Bank

<div><h1 class="jobSectionHeader"><b>Description</b></h1><p><b>
Detailed Description</b></p><p>
Support the IT Branch and Contact Center Technology teams, in the analysis and interpretation complex data from various sources, including Snowflake for data warehousing and analytics. Design, implement and operate comprehensive data warehouse systems using AWS and Athena to balance optimization of data access with batch loading and resource utilization factors to support analytical needs. Extract structured and unstructured data from multiple sources (Relational /Non-relational/No-SQL database) to construct complex analyses. Map data between source systems, data warehouses, and data marts. Create data models and business requirement documents. Verify the structure, accuracy, or quality of warehouse data. Develop and maintain interactive dashboards and reports using Tableau for data visualization. Perform continuous process improvement and analysis in current technical environment. Utilize R/RStudio for advanced data analysis, statistical modeling, and data visualization, employing multiple R packages such as dplyr, ggplot2, tidyr, and caret. Conduct text mining and natural language processing (NLP) on speech data using advanced techniques and tools in R, as well as Verint Speech Analytics. Measure and maintain call center performance regarding capacity, call failures, and interactive voice response (IVR) utilization. Perform GAP analysis on all contact center entities and applications for contact center mergers. Create technical requirements and user stories with Agile-Scrum methodology and write JSON Objects. Integrate and analyze data from Salesforce to improve data flow and consistency. Collaborate with Project Execution Managers to estimate reporting, dashboarding, and analytical efforts for resource planning. Create impact analyses for incident management. Create supporting documentation, such as metadata and diagrams of entity relationships, business processes, and process flow.</p><p></p><p><b>
Requirements:</b></p><p>
Bachelor&rsquo;s degree in Computer Science, MIS, Engineering, Data Science or related technical field. Three (3) years of business analysis or data analytics experience including interactive voice response (IVR), call routing, and workforce optimization systems. Experience must include use of IVR caller user interfaces and customer service agent user interfaces including Cisco Contact Center, Nuance IVR, or Verint Workforce Optimization, and experience supporting digital channel operations using RESTful APIs.</p><p></p><p>
Further, domain or business knowledge in the fields of financial analysis, macroeconomics, accounting, financial engineering, and banking regulations, as well as data analytics certification such as Certified Analytics Professional (CAP), Microsoft Certified Power BI Data Analyst Associate, or AWS Certified Data Engineer, is preferred</p><p></p><p>
Hybrid work schedule may be available for employees in Central Ohio area. Huntington&rsquo;s Tobacco-Free Policy requires all candidates be screened for cotinine prior to beginning employment.</p><p></p><p><b><br>
Exempt Status: (Yes</b> = not eligible for overtime pay) (<b>No</b> = eligible for overtime pay)</p>
Yes<p></p><p><b>
Workplace Type:</b></p>
Office<p></p><p>
Our Approach to <b>Office </b>Workplace Type</p><p></p><p>
Certain positions outside our branch network may be eligible for a flexible work arrangement. We&rsquo;re combining the best of both worlds: in-office and work from home. Our approach enables our teams to deepen connections, maintain a strong community, and do their best work. Remote roles will also have the opportunity to come together in our offices for moments that matter. Specific work arrangements will be provided by the hiring team.</p><p></p><p>
Huntington will not sponsor applicants for this position for immigration benefits, including but not limited to assisting with obtaining work permission for F-1 students, H-1B professionals, O-1 workers, TN workers, E-3 workers, among other immigration statuses. Applicants must be currently authorized to work in the United States on a full-time basis.</p><p></p><p>
Huntington is an Equal Opportunity Employer.</p><p></p><p>
Tobacco-Free Hiring Practice: Visit Huntington's Career Web Site for more details.</p><p></p><p><b>
Note to Agency Recruiters:</b> Huntington will not pay a fee for any placement resulting from the receipt of an unsolicited resume. All unsolicited resumes sent to any Huntington colleagues, directly or indirectly, will be considered Huntington property. Recruiting agencies must have a valid, written and fully executed Master Service Agreement and Statement of Work for consideration.</p></div><p></p>

Business Systems Analyst Sr (Branch & Contact Tech Specialist)

Alston & Bird

<div><p><b>THE FIRM
</b></p><p></p><p>As a leading international law firm, we are dedicated to excellence through impactful communication, collaboration, and community involvement. Our company culture has earned us one of the &quot;100 Best Companies to Work For&quot; for 26 consecutive years. This honor, along with many others, highlights our commitment to innovation and professional development. At Alston &amp; Bird LLP, our foundation is made of trust, reliability, and compassion.
</p><p></p><p><b>JOB DESCRIPTION
</b></p><p></p><div><p><b>SUMMARY
</b></p><p>Alston &amp; Bird is seeking a qualified and dynamic individual for the position of Help Center Analyst who provides excellent customer service, is passionate about helping others and enjoys troubleshooting firm technology! Under direction of supervisor, this individual will act as a single point of contact for all Alston &amp; Bird employees to report Information Technology (I.T.) related questions and problems while providing first level support for customers in a timely, accurate, and courteous manner.
</p><p></p><p><b>RESPONSIBILITIES INCLUDE, BUT NOT LIMITED </b><b>TO
</b></p><ul><li><p>Provide courteous and effective technical support for customers who have questions or problems relating to the Alston &amp; Bird computer and telephone systems.
</p></li><li><p>Develop and maintain an expert knowledge of all aspects of the Alston &amp; Bird I.S. environment.
</p></li><li><p>Ensure that all instances received are resolved to the customer&rsquo;s satisfaction and provide management escalation and customer notification of I.S. problems as needed.
</p></li><li><p>Accurately and extensively document all instances in the Ticketing System including developing and maintaining content submissions to the document Knowledge Base.
</p></li><li><p>Adhere to assigned schedule including start/end time, breaks and lunch hour and maintain flexibility in adjusting work schedules as needed to meet business needs and maintain customer service levels.
</p></li><li><p>Act as the Help Center liaison on the product(s) supported and represent the Help Center and customer in meetings and projects.
</p></li><li><p>Provide technical support and resolution on-call after hours (on-call includes nights, weekends, and holidays).
</p></li><li><p>Provide technical support remotely during firm closure, inclement weather or other emergencies.
</p></li></ul></div><p></p><p><b>SKILLS NEEDED TO BE </b><b>SUCESSFUL
</b></p><ul><li><p>Exceptional customer service and interpersonal skills.
</p></li><li><p>Excellent verbal and written communication.
</p></li><li><p>Ability to follow and adhere to all departmental procedures.
</p></li><li><p>Extensive technical knowledge, troubleshooting and support of Microsoft Windows, Microsoft Office, remote access and all firm technology.
</p></li><li><p>Must complete skills assessment to be considered.
</p></li></ul><p></p><p><b>EDUCATION &amp; </b><b>EXPERIENCE
</b></p><ul><li><p>Ability to understand procedures and instructions specific to the area of assignment as would be acquired during four years of high school.
</p></li><li><p>Associates or Bachelor&rsquo;s degree is not required but preferred.
</p></li><li><p>Previous experience of 2-5 years in a related environment.
</p></li><li><p>Previous Help Desk experience of 2-5 years preferred.
</p></li></ul><p></p><p><b>EQUAL OPPORTUNITY EMPLOYER
</b></p><p></p><p>Alston &amp; Bird LLP is an Equal Opportunity Employer does not discriminate on the bases of any status protected under federal, state, or local law. Applicants will be considered regardless of their sex, race, age, religion, color, national origin, ancestry, physical disability, mental disability, medical condition (associated with cancer, a history of cancer, or genetic characteristics), HIV/AIDS status, genetic information, marital status, sexual orientation, gender, gender identity, gender expression, military and veteran status, or other protected category under the law on the basis of race, color, religion, sex, age, sexual orientation, gender identity and/or expression, national origin, veteran status or disability in relation to our recruiting, hiring, and promoting practices.
</p><p></p><p>The statements contained in this position description are not necessarily all-inclusive, additional duties and responsibilities may be assigned, and requirements may vary from time to time.
</p><p></p><p>Professional business references and a background screening will be required for all final applicants selected for a position.
</p><p></p><p>If you need assistance or an accommodation due to a disability you may contact donavan.mclean@alston.com .
</p><p></p><p>Alston &amp; Bird is not currently accepting resumes from agencies for this position. If you are a recruiter, search firm, or employment agency, you will not be compensated in any way for your referral of a candidate even if Alston &amp; Bird hires the candidate.</p></div>

Help Center Analyst

BlackStone eIT

<div>
 BlackStone eIT is on the lookout for a skilled
 <strong>
  Contact Center Analytics &amp; AI Lead
 </strong>
 to spearhead our analytics initiatives and artificial intelligence strategies within our contact center operations. In this impactful role, you will leverage data analytics and AI technologies to enhance customer experiences, optimize operations, and drive data-driven decision-making.
 <br/>
 <br/>
 As the Contact Center Analytics &amp; AI Lead, you will be responsible for developing and implementing advanced analytical models, AI solutions, and performance metrics that provide insights into customer interactions, agent performance, and operational efficiency. Your expertise will be essential in creating a culture of innovation and continuous improvement in our contact center.
 <br/>
 <br/>
 <strong>
  Key Responsibilities:
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   Design and implement analytics frameworks and AI solutions to improve customer experience and operational effectiveness
  </li>
  <li>
   Analyze customer interaction data to identify trends, patterns, and areas for improvement
  </li>
  <li>
   Develop predictive models to enhance agent performance and customer satisfaction
  </li>
  <li>
   Lead initiatives to integrate AI technologies such as chatbots, natural language processing, and machine learning to optimize workflows
  </li>
  <li>
   Collaborate with cross-functional teams to ensure alignment of analytics initiatives with business objectives
  </li>
  <li>
   Provide insights and strategic recommendations based on data analysis to inform decision-making at all levels
  </li>
  <li>
   Monitor and report on key performance indicators (KPIs) related to contact center effectiveness
  </li>
  <li>
   Stay current with industry trends, tools, and methodologies in analytics and AI applications
   <br/>
   <br/>
  </li>
 </ul>
 <strong>
  Requirements
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   Bachelor's degree in Data Science, Business Analytics, Computer Science, or a related field; Master's degree preferred
  </li>
  <li>
   7+ years of experience in analytics within a contact center or customer service environment
  </li>
  <li>
   Proven experience with AI technologies and their applications in customer service
  </li>
  <li>
   Strong analytical skills with expertise in statistical analysis, data mining, and predictive modeling
  </li>
  <li>
   Proficient in analytical tools and programming languages (e.g., Python, R, SQL, Tableau, or similar)
  </li>
  <li>
   Experience with machine learning algorithms and techniques
  </li>
  <li>
   Excellent communication skills, able to present insights clearly to both technical and non-technical audiences
  </li>
  <li>
   Strong project management skills and ability to lead cross-functional teams
  </li>
  <li>
   Knowledge of customer experience metrics and industry best practices
  </li>
  <li>
   Passion for utilizing data and technology to drive successful outcomes in customer service
   <br/>
   <br/>
  </li>
 </ul>
 <strong>
  Benefits
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   Remote Model
  </li>
  <li>
   Time Flexibility
  </li>
  <li>
   Relocation after 6months based on performance
  </li>
 </ul>
</div>


Contact Center Analytics & AI Lead

<div><p>BlackStone eIT is on the lookout for a skilled <b>Contact Center Analytics &amp; AI Lead</b> to spearhead our analytics initiatives and artificial intelligence strategies within our contact center operations. In this impactful role, you will leverage data analytics and AI technologies to enhance customer experiences, optimize operations, and drive data-driven decision-making.</p><p>
As the Contact Center Analytics &amp; AI Lead, you will be responsible for developing and implementing advanced analytical models, AI solutions, and performance metrics that provide insights into customer interactions, agent performance, and operational efficiency. Your expertise will be essential in creating a culture of innovation and continuous improvement in our contact center.</p><h3 class="jobSectionHeader"><b>
Key Responsibilities:</b></h3><ul>
<li>Design and implement analytics frameworks and AI solutions to improve customer experience and operational effectiveness.</li>
<li>Analyze customer interaction data to identify trends, patterns, and areas for improvement.</li>
<li>Develop predictive models to enhance agent performance and customer satisfaction.</li>
<li>Lead initiatives to integrate AI technologies such as chatbots, natural language processing, and machine learning to optimize workflows.</li>
<li>Collaborate with cross-functional teams to ensure alignment of analytics initiatives with business objectives.</li>
<li>Provide insights and strategic recommendations based on data analysis to inform decision-making at all levels.</li>
<li>Monitor and report on key performance indicators (KPIs) related to contact center effectiveness.</li>
<li>Stay current with industry trends, tools, and methodologies in analytics and AI applications.</li>
</ul><p><b>Requirements</b></p><ul>
<li>
Bachelor&rsquo;s degree in Data Science, Business Analytics, Computer Science, or a related field; Master&rsquo;s degree preferred.</li>
<li>7+ years of experience in analytics within a contact center or customer service environment.</li>
<li>Proven experience with AI technologies and their applications in customer service.</li>
<li>Strong analytical skills with expertise in statistical analysis, data mining, and predictive modeling.</li>
<li>Proficient in analytical tools and programming languages (e.g., Python, R, SQL, Tableau, or similar).</li>
<li>Experience with machine learning algorithms and techniques.</li>
<li>Excellent communication skills, able to present insights clearly to both technical and non-technical audiences.</li>
<li>Strong project management skills and ability to lead cross-functional teams.</li>
<li>Knowledge of customer experience metrics and industry best practices.</li>
<li>Passion for utilizing data and technology to drive successful outcomes in customer service.</li>
</ul><p><b>
Benefits</b></p><p></p><ul>
<li>Remote Model</li>
<li>Time Flexibility
</li><li>Relocation after 6months based on performance</li></ul></div>

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